Home page
            Other complaint categories
              To complain about
            a gas company
            (natural gas and LPG)
            Click on your State or Territory:
            VIC NSW QLD SA WA TAS  ACT NT

            VICTORIA

            Energy and Water Ombudsman (Victoria) (EWOV)

            EWOV deals with both natural gas and LPG (liquefied petroleum gas) complaints.

            Its services are independent of the gas companies and free to both             domestic and business users. The Ombudsman has the power to make a binding decision, including compensation of up to $20,000 (and up to $50,000 if you and the company both agree).

          Freecall: 1800 500 509 (all of Victoria)
          Calls from mobile phones: May attract charges - EWOV can ring you back.
          Calls from restricted phone services: Ring 12550           (Telstra reverse charges) and quote (03) 96497599 - EWOV will accept the reverse charges and the call cost.
          Freefax: 1800 500 549
            Interpreter service: 131 450 (Interpreter service - toll free - local call cost)
            National Relay Service: 133677 (for hearing/speechimpaired)
            GPO Box 469 Melbourne 3001
            Email link to EWOV
            Go to EWOV's website
            Go to EWOV's Annual Report

            How to complain
            You can lodge your complaint by phone, fax, email or letter.
            You can also use the EWOV's on-line complaints form. Click here.

            Natural gas:
            Your rights and obligations as a Victorian natural gas customer are covered by a number of gas             industry codes and guidelines. These may help you understand your rights and resposnibilities, and frame your complaint. Go to them and other useful information on the Essential Services Commission's (ESC's) site.

          LPG (bottled gas):
          There also a Victorian LPG Retail Code. Go to the code on the Department of Infrastructure's site. here

          Both natural gas and LPG customers may also have rights under the Trade Practices Act 1974.

            TOP OF PAGE

            NEW SOUTH WALES

            Electricity & Water Ombudsman NSW (EWON)

            EWON (contact info below) provides free and independent dispute resolution for customer complaints about reticulated natural gas, but not LPG (liquified petroleum gas).  For complaints about LPG, you should contact the NSW Department of Fair Trading.

            Freecall: 1800 246 545
            Freefax: 1800 812 291
            National Relay Service             (for hearing/speech impaired) - 133677
            PO Box K1343 Haymarket 1240

            You can lodge your complaint with EWON by phone, email, fax, mail, online or in person.

            EWON's online Complaint form here
            EWON email link
            EWON website
            EWON's Annual Report
            Information on customer rights and obligations on EWON's site

            Since January 2002, NSW households and small businesses have been able to choose where they buy their energy. You can get more information about Full Retail Competition from the NSW Government site here.

            You should check your rights and obligations under the NSW
            Gas Supply (Natural Gas Retail Competition) Regulation 2001.
            You may also have rights under the Trade Practices Act 1974.

            TOP OF PAGE

            QUEENSLAND

            Energy Ombudsman Queensland (EOQ)

            The Energy Ombudsman Queensland is a free and independent dispute resolution service for Queensland's residential and small business energy customers.

            EOQ offices are located in Brisbane, Cairns and Rockhampton.

            Freecall: 1800 662 837
            Website: www.eoq.com.au
            Fax: (07) 3227 7068
            Email: info@eoq.com.au

            Brisbane
            Write to: PO Box 3640 South Brisbane Qld 4101
            In person: Level 9, 179 North Quay, Brisbane (8:30am - 5:00pm)

            Cairns
            Write to: PO Box 3640 South Brisbane Qld 4101
            In person: Level 1, Cairns Corporate Tower, 15 Lake Street, Cairns (8:30am - 5:00pm)

            Rockhampton
            Write to: PO Box 3640 South Brisbane Qld 4101
            In person: Level 2, 212 Quay Street, Rockhampton (8:30am - 5:00pm)

            Information which may help you with your complaint:

            • how to make a complaint to EOQ
            • EOQ's on-line complaint form (scroll down)
            • EOQ's fact sheet 'Handling a complaint with your energy supplier'
            • consumer protections and service levels
            • industry codes and legislation
            • you may also have rights under the Trade Practices Act 1974

            TOP OF PAGE

            SOUTH AUSTRALIA

            (1) Energy Industry Ombudsman SA (EIOSA)

            The SA Energy Industry Ombudsman can investigate and resolve disputes between customers and gas (and electricity) companies. This is an independent and free service, available to domestic and business customers.

            GPO Box 2947 Adelaide 5001
            Phone - Freecall 1800 665 565 (within SA)             (08) 8216 1888 (overseas and interstate)
            Facsimile - 1800 665 165 (within SA)             (08) 8216 1844 (overseas and interstate)

            Email link
            Go to EIOSA website

            You can use EIOSA's online complaints form to lodge your complaint - click here to go to the EIOSA site, then click on Complaints at left.

            Useful information:

            • Energy Consumer Tool-kit to compare offers
            • Direct Marketing Guide for SA energy consumers here
            • The relevant Act in SA is the Gas Act 1997.
            • Your rights and obligations as a South Australian gas customer are covered by a number of codes and rules. These include the Gas Retail Code and the Energy Marketing Code. Other SA Codes (e.g. Distribution, Metering) can be found on the website of the Essential Service Commission here
            • You may also have rights under the Trade Practices Act 1974
             
            (2) Office of the Technical Regulator (OTR)
            If you have a complaint about a gas company in SA you may contact
            the Technical Regulator for mediation.
            The Technical Regulator deals with the following matters:
            • Gas safety
            • Gas Distribution safety, metering accuracy and quality of supply
            • Gas appliances
            • Investigation of accidents
            • Inspection of gas in vehicles, caravans and boats
            • Prosecution of breaches of regulations
            Contact information:
            Level 19 Wakefield House 30 Wakefield Street Adelaide 5000
            Phone - (08) 8226 5500
            Fax - (08) 8226 5523
            Go to web site
            The SA Office of Business and Consumer Affairs deals with the licensing and
            discipline of gas fitters.
            TOP OF PAGE


             
            WESTERN AUSTRALIA

          Energy Ombudsman (EO) Western Australia

            The Energy Ombudsman (EO) can investigate and resolve disputes             between customers and their gas (and electricity) companies. This is an independent and free service, available to residential and business customers.

          Address - PO Box Z5386 St Georges Tce Perth 6831
          Freecall - 1800 754 004 (within WA)           (calls made from mobile phones will be charged at the applicable mobile rate)
          Freefax - 1800 611 279
          Phone (08) 9220 7588
          Translating and interpreting service - 131 450
          National Relay Service - 1800 555 727
          Fax - (08) 9220 7599
          Email link
          Go to EO website

          You can use the EO's online complaints form to lodge
          your complaint -           click here to go to the EO site.

            You may also have rights under the Trade Practices Act 1974.
             
            TOP OF PAGE


            TASMANIA

            Most gas sales in Tasmania are still of bottled gas (LPG), but natural gas
            is being rolled out via new gas pipes.

            You can lodge your bottled gas (LPG) complaint with the
            Office of Consumer Affairs and Fair Trading.

            You can lodge your natural gas complaint with the Energy
            Ombudsman Tasmania:

            Energy Ombudsman Tasmania (EOT)
            The EOT is an independent body that investigates and resolves
            complaints             by Tasmanian customers against electricity and natural gas
            companies.             The Ombudsman has the power to make a binding decision,
            including compensation             of up to $20,000 (and up to $50,000 if you and
            the company both agree.)
            Hobart
            99 Bathurst St Hobart
            GPO Box 960 Hobart 7001
            Phone - 1300 766 725             (local call cost)
            Fax - (03) 6233 8966
            Launceston
            Henty House, 1 Civic Square, Launceston
            Phone             - 1300 766 725 (local call cost)
            Fax - (03) 6336 2038

            Email link to EOT
            Go to EOT's web site

          Your rights and obligations as a Tasmanian gas customer are
          covered by a Retail Code, Distribution Code, and a Gas
          Customer Transfer and Reconciliation Code. Click here to go to
          these on the site of the Tasmanian Energy Regulator.

          You may also have rights under the Trade Practices Act 1974.
            TOP OF PAGE

            ACT

            Essential Services Consumer Council of the ACT (ESCC)

            The ESCC deals wth gas issues and complaints.

            Level 6 Eclipse House, 197 London Circuit, Canberra 2601
            PO Box 578 Civic Square ACT 2608
            Phone - (02) 6207 7740
            Fax - (02) 6207 7739

            Email the Council

             Your rights as a gas customer in the ACT are covered by a number of industry codes, including the Consumer Protection Code here

            You may also have rights under the Trade Practices Act 1974.

            TOP OF PAGE


            NORTHERN TERRITORY

            You can lodge your complaint with NT Consumer Affairs.

            You may also have rights under the Trade Practices Act 1974.

             

            Go from here to

             CATEGORIES

              HOME

              TOP OF PAGE